PHILIPSBURG--NV GEBE has announced that it is discontinuing further discussions with the Association for Consumer Protection St. Maarten (ACP-SXM) and will instead communicate directly with customers as part of its efforts to rebuild trust.
In a statement issued Tuesday, June 30, the utility company said its priority is to ensure that customers receive clear, accurate and timely information directly from NV GEBE regarding their accounts, available support, payment options and the steps being taken to help customers become current with their payments.
"As part of this customer-focused approach, we have made the decision to discontinue further discussions with the Association for Consumer Protection St. Maarten (ACP-SXM). Instead, we will communicate directly with our customers and the public through our official communication channels and the media, ensuring that the information you receive comes directly from NV GEBE," the company stated.
NV GEBE said it initially met with ACP-SXM in the hope of helping bridge the gap that had developed between the utility company and its customers while finding constructive ways to provide greater clarity, support and service.
However, the company said that following the initial meeting and subsequent public discussions, it concluded that the process was no longer helping to reduce uncertainty or provide customers with the clarity they deserved.
According to NV GEBE, rather than providing reassurance, the discussions created additional confusion and concern for customers seeking straightforward answers about their bills, accounts and the way forward.
"Our responsibility is first and foremost to our customers," said Temporary Manager Iris Arrindell. "We are entrusted with providing reliable electricity and water services, but we also have a responsibility to communicate with empathy, transparency and honesty. At this stage, we believe the best way to rebuild trust is by speaking directly with our customers and ensuring they receive accurate information from NV GEBE."
The company acknowledged that many customers continue to have questions and concerns following the challenges of recent years and said it understands that trust is earned through consistent actions, respectful communication and a genuine commitment to serving the community.
NV GEBE said its immediate focus is helping customers become current with their 2026 utility payments. While its collection policy remains in place, the company said it aims to work alongside customers by providing a clear and manageable path toward bringing current accounts up to date.
Once customers have addressed their 2026 obligations, the company said it will introduce a separate approach to assist customers with outstanding balances from the 2022 through 2025 period.
"This approach provides clarity and structure," Arrindell explained. "We want customers to clearly understand their current obligations first. Once those accounts are brought current, we will work with customers on addressing older balances from 2022 to 2025 through a separate plan."
The utility company also encouraged customers to rely on official NV GEBE information rather than rumours or unofficial interpretations of company policies, noting that every customer's situation is unique and that the most accurate guidance can only come directly from its Customer Care team.
NV GEBE further urged customers to remain mindful of the global factors affecting the cost of producing electricity and water, including international fuel prices, supply chain conditions and geopolitical developments, which it said directly affect utility operations worldwide, including in St. Maarten.
"We encourage our customers to be conscious of what is happening globally," Arrindell said. "Electricity and water are essential services that we all depend on, but they are also costly to produce. By using these resources wisely and conserving where possible, we can all contribute to a more sustainable future."
The company said it remains committed to serving the people of St. Maarten with transparency, accountability and respect and encouraged customers to contact NV GEBE directly through its official Customer Care channels with questions regarding their accounts, payment arrangements or other concerns.
NV GEBE said it believes that through open communication and mutual understanding it can continue rebuilding trust and creating a stronger future for the community.
